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Study Guide

Student Objectives

After completing this chapter, you will be able to:

  1. Demonstrate how enterprise systems achieve operational excellence by integrating and coordinating diverse functions and business processes in the firm.
  2. Demonstrate how supply chain management systems coordinate planning, production, and logistics with suppliers.
  3. Demonstrate how customer relationship management systems achieve customer intimacy by integrating all customer information and making it available throughout the firm.
  4. Assess the challenges and new opportunities raised by enterprise applications.


This activity contains 35 questions.

Question 1.
The most successful solutions or problem-solving methods for achieving business objectives are known as


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Question 2.
A network of organizations used for procuring raw materials, transforming these materials into products, and distributing the products to customers is called a(n)


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Question 3.
The portion of the supply chain responsible for distributing and delivering products to the final customers is referred to as


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Question 4.
A supply strategy in which components arrive exactly when they are needed is called


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Question 5.
Which of the following enable a firm to generate demand forecasts for a product?


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Question 6.
Which of the following ensures that products are delivered to the right locations in the most efficient manner?


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Question 7.
In which of the following does an actual customer order or purchase trigger events in the supply chain?


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Question 8.
A method of interacting with customers such as a Web site or a wireless device is called a


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Question 9.
Studies have shown that it costs _____ times more to sell to a new customer than to an existing customer.


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Question 10.
A comprehensive customer relationship management package includes a module for


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Question 11.
A(n) ________ module in CRM systems provides information and tools to increase the efficiency of call centers, help desks, and customer support staff.


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Question 12.
Marketing complementary products to customers is called


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Question 13.
Marketing higher-value products or services to new or existing customers is called


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Question 14.
________ CRM applications are based on data warehouses that consolidate data from various sources.


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Question 15.
An important indicator of the growth or decline of a firm's customer base is the


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Question 16.
If companies want to reap the maximum benefits from enterprise software, they must change the way they work.


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Question 17.
As enterprise systems grow in complexity they are becoming more internally rather than externally oriented.


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Question 18.
Materials, information, and payments generally flow through a supply chain in both directions.


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Question 19.
Lack of employee training rather than inaccurate or untimely information is the major cause of supply chain inefficiencies.


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Question 20.
The central objective of supply chain management systems is information visibility.


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Question 21.
Web-based supply chain management tools do not allow business partners to collaborate online.


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Question 22.
Internet technologies make it possible to move from sequential supply chains to concurrent supply chains.


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Question 23.
A company's only enduring competitive strength may be its relationship with its customers.


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Question 24.
Well-designed customer relationship management systems provide multiple enterprise views of customers.


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Question 25.
Partner relationship management modules in CRM systems generally do not provide a method of trading data about customers.


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Question 26.
Sales force automation modules in CRM systems help sales staff focus on the most profitable customers rather than all customers.


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Question 27.
Singling out profitable long-term customers for preferential treatment is not a feature of CRM software.


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Question 28.
Operational CRM applications include marketing automation tools.


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Question 29.
Customer lifetime value determinations are an output of operational CRM systems.


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Question 30.
Enterprise applications require fundamental changes in organizational structures and cultures.


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Question 31.




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To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.

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Question 32.




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To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.

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Question 33.




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To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.

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Question 34.




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To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.

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Question 35.




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To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.

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